Demystifying Dynamics 365 Shannon Walsh Elevate, Vancouver June 14 - - PowerPoint PPT Presentation

▶
demystifying dynamics 365
SMART_READER_LITE
LIVE PREVIEW

Demystifying Dynamics 365 Shannon Walsh Elevate, Vancouver June 14 - - PowerPoint PPT Presentation

Jul 14, 2023 239 likes •1.25k views

Demystifying Dynamics 365 Shannon Walsh Elevate, Vancouver June 14 th 2018 AGENDA What is a CRM? What is D365? Dynamics 365 Integrated Business Process HVAC Services What is a CRM? C.R.M. Customer Relationship Management

slide-1
SLIDE 1

Demystifying Dynamics 365

Shannon Walsh Elevate, Vancouver June 14th 2018

slide-2
SLIDE 2

AGENDA

What is a CRM?

Dynamics 365 Integrated Business Process

HVAC Services

What is D365?

slide-3
SLIDE 3

What is a CRM?

  • C.R.M.
  • Customer Relationship Management
  • Traditionally focused around Sales
slide-4
SLIDE 4

What is Dynamics 365?

Is it not a CRM? What is it?

slide-5
SLIDE 5

Dynamics 365

  • CRM now called Customer Engagement Plan
  • Sales; Customer Service; PSA; Field Service
  • Marketing; Social Engagement; Power Apps
  • ERP

Dynamics 365 F/O Unified Operations Plan (includes Retail; Talent) – Enterprise

  • ERP Business Central – Small & Medium-sized
slide-6
SLIDE 6

We work like this.

slide-7
SLIDE 7

Or like this.

slide-8
SLIDE 8

Or like this.

slide-9
SLIDE 9

Talent Service Marketing Sales Operations Finance

Customers Products People

Dynamics 365 & Digital T ransformation

Dynamics 365: Simplifying Digital Transformation

slide-10
SLIDE 10

Talent Service Marketing Sales Operations Finance

Customers Products People

Dynamics 365 & Digital T ransformation

Dynamics 365: Simplifying Digital Transformation

slide-11
SLIDE 11

Talent Service Marketing Sales Operations Finance

Customers Products People

Custom LOB Apps for marketing engagement Custom LOB Apps for Operations Custom LOB Apps for Service Custom LOB Apps for Finance

PowerApps

Dynamics 365 & Digital T ransformation

Dynamics 365: Simplifying Digital Transformation

slide-12
SLIDE 12

Benefits

  • Streamline processes
  • Engaged multiple departments
  • Eliminating manual processes
  • One platform
slide-13
SLIDE 13

Microsoft Dynamics 365 Core Apps

slide-14
SLIDE 14

relationships revenue

Microsoft Dynamics 365 - Sales

Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent

slide-15
SLIDE 15

Video Phone Chat Email Internet of Things Web Co-browse Messaging Social Community Bots In-App Support

Agent Experience

Omni-Channel Engagement

Engage customers across multiple touchpoints while preserving context

Agent Experience

Enable agents to operate efficiently by providing a unified view of the customer across applications and engagement touchpoints

Intelligent Service

Enable personalized, proactive, and predictive engagement with customers in human and non-human service experiences

Case Management Knowledge Management Voice of Customer (VoC) Business Processes Entitlements, SLAs, Escalations Mobile Field Service

Microsoft Dynamics 365 – Customer Service

slide-16
SLIDE 16

Multi-channel campaigns

Email marketing landing pages & forms Webinars & In-person events LinkedIn Connector

Lead nurturing

Campaign designer 360 degree view Behavior based lead nurture Lead prioritization

Embedded intelligence

Lead scoring Dynamic segmentation Customer Insights Notifications

Event management

Webinars using ON24 Events portal Attendance tracking Speaker management

Reporting

Dashboards Surveys Embedded Power BI Configurable

Discovery Nurturing Qualified Lead

Microsoft Dynamics 365 – Marketing

slide-17
SLIDE 17

Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent

Servitization Reactive to predictive Connected experiences Resource schedule optimization

Microsoft Dynamics 365 – Field Service

slide-18
SLIDE 18

Project delivery Resource optimization Project profitability Productivity

Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent

Microsoft Dynamics 365 – Project

slide-19
SLIDE 19

Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent

Intelligent insights Extensibility Seamless data integration Support experiences

Microsoft D365 for Operations

slide-20
SLIDE 20

Manufacturing Distribution Retail Services Public Sector

Overview of Industry workloads to run your operations

Organization Structure Intuitively model your organization graphically

Financials

Make decisions based on facts and comply Procure-to-Pay Set company policies and collaborate with your vendors Supply Chain Management End-to-end visibility throughout the supply chain

Quote-to-Cash

Gain loyalty with improved customer services and accuracy Manufacturing Operations End-To-End Visibility Through the production cycle

Hire-to-Retire

Manage the entire career of your employees

Multi Channel

Centrally manage your operations across sales channels

Microsoft Dynamics 365 f/o

slide-21
SLIDE 21

Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent

Bring out the best in your people

Create best-in-class experiences Attract the best talent Connected talent Unlock extensibility

Microsoft Dynamics 365 - Talent

slide-22
SLIDE 22

Candidate Employees & Managers

Core Administrative HR Thrive Perform and Develop Self-service People Analytics Onboard Attract

Microsoft Dynamics 365 - Talent

slide-23
SLIDE 23

Dynamics 365 Scenario

HVAC Services

slide-24
SLIDE 24

HVAC Services Scenario

  • 1. Customer is experiencing a problem
  • 2. Customer Service Rep engages with the customer and

decides they need on-site help from a Field Technician.

  • 3. Dispatcher deploys Field Technician.
  • 4. Technician goes on site to provide services
  • 5. Accounts Receivable Invoices the Products and Services.
slide-25
SLIDE 25
slide-26
SLIDE 26
slide-27
SLIDE 27
slide-28
SLIDE 28
slide-29
SLIDE 29
slide-30
SLIDE 30
slide-31
SLIDE 31
slide-32
SLIDE 32
slide-33
SLIDE 33
slide-34
SLIDE 34
slide-35
SLIDE 35
slide-36
SLIDE 36
slide-37
SLIDE 37
slide-38
SLIDE 38
slide-39
SLIDE 39
slide-40
SLIDE 40
slide-41
SLIDE 41
slide-42
SLIDE 42
slide-43
SLIDE 43
slide-44
SLIDE 44
slide-45
SLIDE 45
slide-46
SLIDE 46
slide-47
SLIDE 47
slide-48
SLIDE 48
slide-49
SLIDE 49
slide-50
SLIDE 50
slide-51
SLIDE 51
slide-52
SLIDE 52
slide-53
SLIDE 53
slide-54
SLIDE 54
slide-55
SLIDE 55
slide-56
SLIDE 56
slide-57
SLIDE 57
slide-58
SLIDE 58
slide-59
SLIDE 59
slide-60
SLIDE 60
slide-61
SLIDE 61
slide-62
SLIDE 62
slide-63
SLIDE 63
slide-64
SLIDE 64
slide-65
SLIDE 65
slide-66
SLIDE 66
slide-67
SLIDE 67
slide-68
SLIDE 68
slide-69
SLIDE 69
slide-70
SLIDE 70
slide-71
SLIDE 71
slide-72
SLIDE 72
slide-73
SLIDE 73
slide-74
SLIDE 74
slide-75
SLIDE 75
slide-76
SLIDE 76
slide-77
SLIDE 77
slide-78
SLIDE 78
slide-79
SLIDE 79
slide-80
SLIDE 80
slide-81
SLIDE 81
slide-82
SLIDE 82
slide-83
SLIDE 83
slide-84
SLIDE 84
slide-85
SLIDE 85
slide-86
SLIDE 86
slide-87
SLIDE 87
slide-88
SLIDE 88
slide-89
SLIDE 89
slide-90
SLIDE 90
slide-91
SLIDE 91
slide-92
SLIDE 92
slide-93
SLIDE 93
slide-94
SLIDE 94
slide-95
SLIDE 95
slide-96
SLIDE 96
slide-97
SLIDE 97
slide-98
SLIDE 98

Digital Process from A to Z

  • (Yvonne McKay) Customer is experiencing a problem and

creates their own Case via the Portal

  • CSR ‘picks’ the ticket, identifies the issue as requiring an on-site

technician, and creates a W.O.

  • Dispatcher assigns W.O. to available Field Technician.
  • Technician uses mobile interface to document and complete the

service.

  • Accounts Receivable Invoices the Products and Services.
slide-99
SLIDE 99

Want to learn more about D365?

  • Call me! 604-351-5162. shannon.walsh@encorebusiness.com
  • Join a local user group. CRMUG, D365UG
  • Attend some webinars! www.encorebusiness.com/events
  • Ask questions: http://community.Microsoft.com
slide-100
SLIDE 100

Talent Focused Driven Passionate & Creative Trusted